@microsoft/omnichannel-chat-sdk 1.1.0 → 1.1.1-main.063303c

package/README.md

@@ -1,23 +1,62 @@
-# Omnichannel Chat SDK
+# Omnichannel Chat SDK 💬
 
 [![npm version](https://badge.fury.io/js/%40microsoft%2Fomnichannel-chat-sdk.svg)](https://badge.fury.io/js/%40microsoft%2Fomnichannel-chat-sdk)
+[![install size](https://packagephobia.com/badge?p=@microsoft/omnichannel-chat-sdk)](https://packagephobia.com/result?p=@microsoft/omnichannel-chat-sdk)
 ![Release CI](https://github.com/microsoft/omnichannel-chat-sdk/workflows/Release%20CI/badge.svg)
 ![npm](https://img.shields.io/npm/dm/@microsoft/omnichannel-chat-sdk)
 
+> ❗ Chat SDK **v1.1.0** is the minimum version to support the **new** messaging platform. More [here](https://docs.microsoft.com/en-us/dynamics365/customer-service/migrate-acs)
+
+> 📢 Try out our new React component library [omnichannel-chat-widget](https://github.com/microsoft/omnichannel-chat-widget) with Chat SDK
+
 Headless Chat SDK to build your own chat widget against Dynamics 365 Omnichannel Services.
 
-Please make sure you have a chat widget configured before using this package or you can follow this [link](https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-live-chat)
+Please make sure you have a chat widget configured before using this package or you can follow this [link](https://docs.microsoft.com/en-us/dynamics365/customer-service/add-chat-widget)
 
 ## Table of Contents
 - [Live Chat Widget vs. Chat SDK](#live-chat-widget-vs-chat-sdk)
 - [Installation](#installation)
 - [Installation on React Native](#installation-on-react-native)
-- [API Reference](#api-reference)
-- [API Examples](#api-examples)
-- [Sample Apps](https://github.com/microsoft/omnichannel-chat-sdk-samples)
+- [SDK Methods](#sdk-methods)
+    - [Initialization](#initialization)
+    - [Start Chat](#start-chat)
+    - [End Chat](#end-chat)
+    - [Get Pre-Chat Survey](#get-pre-chat-survey)
+    - [Get Live Chat Config](#get-live-chat-config)
+    - [Get Current Live Chat Context](#get-current-live-chat-context)
+    - [Get Data Masking Rules](#get-data-masking-rules)
+    - [Get Chat Reconnect Context](#get-chat-reconnect-context)
+    - [Get Conversation Details](#get-conversation-details)
+    - [Get Chat Token](#get-chat-token)
+    - [Get Calling Token](#get-calling-token)
+    - [Get Messages](#get-messages)
+    - [Send Messages](#send-messages)
+    - [On New Message](#on-new-message)
+    - [On Typing Event](#on-typing-event)
+    - [On Agent End Session](#on-agent-end-session)
+    - [Send Typing Event](#send-typing-event)
+    - [Email Live Chat Transcript](#email-live-chat-transcript)
+    - [Get Live Chat Transcript](#get-live-chat-transcript)
+    - [Upload File Attachment](#upload-file-attachment)
+    - [Download File Attachment](#download-file-attachment)
+    - [Create Chat Adapter](#create-chat-adapter)
+    - [Get Voice & Video Calling](#get-voice--video-calling)
+    - [Get Post Chat Survey Context](#get-post-chat-survey-context)
 - [Common Scenarios](#common-scenarios)
+    - [Using BotFramework-WebChat](#using-botframework-webchat)
+    - [Escalation to Voice & Video](#escalation-to-voice--video)
+    - [Pre-Chat Survey](#pre-chat-survey)
+    - [Post-Chat Survey](#post-chat-survey)
+    - [Reconnect to existing Chat](#reconnect-to-existing-chat)
+    - [Authenticated Chat](#authenticated-chat)
+    - [Persistent Chat](#persistent-chat)
+    - [Chat Reconnect with Authenticated User](#chat-reconnect-with-authenticated-user)
+    - [Chat Reconnect with Unauthenticated User](#chat-reconnect-with-unauthenticated-user)
+    - [Operating Hours](#operating-hours)
+- [Sample Apps](https://github.com/microsoft/omnichannel-chat-sdk-samples)
 - [Feature Comparisons](#feature-comparisons)
 - [Telemetry](#telemetry)
+- [Development Guide](docs/DEVELOPMENT_GUIDE.md)
 - [Troubleshooting Guide](docs/TROUBLESHOOTING_GUIDE.md)
 
 ## Live Chat Widget vs. Chat SDK
@@ -58,7 +97,7 @@ Omnichannel offers an live chat widget (LCW) by default. You can use the Chat SD
 ## Installation
 
 ```
-    npm install @microsoft/omnichannel-chat-sdk --save
+npm install @microsoft/omnichannel-chat-sdk --save
 ```
 
 ## Installation on React Native
@@ -106,243 +145,309 @@ The following steps will be required to run Omnichannel Chat SDK on React Native
     import 'react-native-url-polyfill';
     ```
 
-## API Reference
-
-| Method | Description | Notes |
-| ------ | ----------- | ----- |
-| OmnichannelChatSDK.initialize() | Initializes ChatSDK internal data | |
-| OmnichannelChatSDK.startChat() | Starts OC chat, handles prechat response | |
-| OmnichannelChatSDK.endChat() | Ends OC chat | |
-| OmnichannelChatSDK.getPreChatSurvey() | Adaptive card data of PreChat survey | |
-| OmnichannelChatSDK.getLiveChatConfig() | Get live chat config | |
-| OmnichannelChatSDK.getDataMaskingRules() | Get active data masking rules | |
-| OmnichannelChatSDK.getCurrentLiveChatContext() | Get current live chat context information to reconnect to the same chat | |
-| OmnichannelChatSDK.getChatReconnectContext() | Get current reconnectable chat context information to reconnect to a previous existing chat session | |
-| OmnichannelChatSDK.getConversationDetails() | Get details of the current conversation such as its state & when the agent joined the conversation | |
-| OmnichannelChatSDK.getChatToken() | Get chat token | |
-| OmnichannelChatSDK.getCallingToken() | Get calling token | |
-| OmnichannelChatSDK.getMessages() | Get all messages | |
-| OmnichannelChatSDK.sendMessage() | Send message | |
-| OmnichannelChatSDK.onNewMessage() | Handles system message, client/agent messages, adaptive cards, attachments to download | |
-| OmnichannelChatSDK.onTypingEvent() | Handles agent typing event | |
-| OmnichannelChatSDK.onAgentEndSession() | Handler when agent ends session | |
-| OmnichannelChatSDK.sendTypingEvent() | Sends customer typing event | |
-| OmnichannelChatSDK.emailLiveChatTranscript() | Email transcript | |
-| OmnichannelChatSDK.getLiveChatTranscript() | Get transcript data (JSON) | |
-| OmnichannelChatSDK.uploadFileAttachment() | Send file attachment | |
-| OmnichannelChatSDK.downloadFileAttachment() | Download file attachment | |
-| OmnichannelChatSDK.createChatAdapter() | Get Chat Adapter | **Web only** |
-| OmnichannelChatSDK.getVoiceVideoCalling() | Get VoiceVideoCall SDK for Escalation to Voice & Video | **Web only** |
-| OmnichannelChatSDK.getPostChatSurveyContext() | Get post chat survey link, survey locale, and whether an agent has joined the survey | |
-
-## API examples
-
-### Import
-```ts
-    import OmnichannelChatSDK from '@microsoft/omnichannel-chat-sdk';
-```
+## SDK Methods
 
 ### Initialization
+
+It handles the initialization of ChatSDK internal data.
+
 ```ts
-    const omnichannelConfig = {
-        orgUrl: "",
-        orgId: "",
-        widgetId: ""
-    };
+import OmnichannelChatSDK from '@microsoft/omnichannel-chat-sdk';
 
-    const chatSDKConfig = { // Optional
-        dataMasking: {
-            disable: false,
-            maskingCharacter: '#'
-        }
-    };
+const omnichannelConfig = {
+    orgUrl: "",
+    orgId: "",
+    widgetId: ""
+};
 
-    const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
-    await chatSDK.initialize();
-```
+const chatSDKConfig = { // Optional
+    dataMasking: {
+        disable: false,
+        maskingCharacter: '#'
+    }
+};
 
-### Get Current Live Chat Context
-```ts
-    const liveChatContext = await chatSDK.getCurrentLiveChatContext();
+const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
+
+const optionalParams = {
+    getLiveChatConfigOptionalParams: {
+        sendCacheHeaders: false // Whether to send Cache-Control HTTP header to GetChatConfig call
+    }
+};
+
+await chatSDK.initialize(optionalParams);
 ```
 
-### Get Current Chat Reconnect Context
+### Start Chat
+
+It starts an Omnichannel conversation.
+
 ```ts
-    const optionalParams = {
-        reconnectId: '', // reconnect Id
-    };
+const customContext = {
+    'contextKey1': {'value': 'contextValue1', 'isDisplayable': true},
+    'contextKey2': {'value': 12.34, 'isDisplayable': false},
+    'contextKey3': {'value': true}
+};
+
+const optionalParams = {
+    preChatResponse: '', // PreChatSurvey response
+    liveChatContext: {}, // EXISTING chat context data
+    customContext, // Custom Context
+    sendDefaultInitContext: true // Send default init context ⚠️ Web only
+};
 
-    const chatReconnectContext = await chatSDK.getChatReconnectContext(optionalParams);
+await chatSDK.startChat(optionalParams);
 ```
 
-### Get Conversation Details
+### End Chat
+
+It ends the current Omnichannel conversation.
+
 ```ts
-    const conversationDetails = await chatSDK.getConversationDetails();
+await chatSDK.endChat();
 ```
 
-### Get Chat Token
+### Get Pre-Chat Survey
+
+It gets the Pre-Chat Survey from Live Chat Config. Pre-Chat Survey is in Adaptive Card format.
+
+`Option 1`
 ```ts
-    const chatToken = await chatSDK.getChatToken();
+const preChatSurvey = await getPreChatSurvey(); // Adaptive Cards JSON payload data
 ```
-
-### Get Calling Token
+`Option 2`
 ```ts
-    const callingToken = await chatSDK.getCallingToken();
+const parseToJSON = false;
+const preChatSurvey = await getPreChatSurvey(parseToJSON); // Adaptive Cards payload data as string
 ```
 
 ### Get Live Chat Config
+
+It fetches the Live Chat Config.
+
 ```ts
-    const liveChatConfig = await chatSDK.getLiveChatConfig();
+const liveChatConfig = await chatSDK.getLiveChatConfig();
 ```
 
-### Get Data Masking Rules
+### Get Current Live Chat Context
+
+It gets the current live chat context information to be used to reconnect to the same conversation.
+
 ```ts
-    const dataMaskingRules = await chatSDK.getDataMaskingRules();
+const liveChatContext = await chatSDK.getCurrentLiveChatContext();
 ```
 
-### Get PreChat Survey
-`Option 1`
+### Get Data Masking Rules
+
+It gets the active data masking rules from Live Chat Config.
+
 ```ts
-    const preChatSurvey = await getPreChatSurvey(); // Adaptive Cards JSON payload data
+const dataMaskingRules = await chatSDK.getDataMaskingRules();
 ```
-`Option 2`
+
+### Get Chat Reconnect Context
+
+It gets the current reconnectable chat context information to connect to a previous existing chat session.
+
+`Reconnection options` is required. See [documentation](https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-reconnect-chat?tabs=customerserviceadmincenter#enable-reconnection-to-a-previous-chat-session)
+
 ```ts
-    const parseToJSON = false;
-    const preChatSurvey = await getPreChatSurvey(parseToJSON); // Adaptive Cards payload data as string
+const optionalParams = {
+    reconnectId: '', // reconnect Id
+};
+
+const chatReconnectContext = await chatSDK.getChatReconnectContext(optionalParams);
 ```
 
-### Get PostChat Survey
+### Get Conversation Details
+
+It gets the details of the current conversation such as its state & when the agent joined the conversation.
+
 ```ts
-    try {
-        const context = await chatSDK.getPostChatSurveyContext();
-        if (context.participantJoined) { // participantJoined will be true if an agent has joined the conversation, or a bot has joined the conversation and the bot survey flag has been turned on on the admin side.
-            // formsProLocale is the default language you have set on the CustomerVoice portal. You can override this url parameter with any locale that CustomerVoice supports.
-            // If "&lang=" is not set on the url, the locale will be English.
-            const linkToSend = context.surveyInviteLink + "&lang=" + context.formsProLocale;
-            // This link is accessible and will redirect to the survey page. Use it as you see fit.
-        }
-    } catch (ex) {
-        // If the post chat should not be shown by any reason (e.g. post chat is not enabled), promise will be rejected.
-    }
+const conversationDetails = await chatSDK.getConversationDetails();
 ```
 
-### Start Chat
+### Get chat Token
+
+It gets the chat token used to initiates a chat with Omnichannel messaging client.
+
 ```ts
-    const customContext = {
-        'contextKey1': {'value': 'contextValue1', 'isDisplayable': true},
-        'contextKey2': {'value': 12.34, 'isDisplayable': false},
-        'contextKey3': {'value': true}
-    };
+const chatToken = await chatSDK.getChatToken();
+```
 
-    const optionalParams = {
-        preChatResponse: '', // PreChatSurvey response
-        liveChatContext: {}, // EXISTING chat context data
-        customContext // Custom Context
-    };
-    await chatSDK.startChat(optionalParams);
+### Get Calling Token
+
+It gets the calling token used to initiates a Voice & Video Call.
+
+```ts
+const callingToken = await chatSDK.getCallingToken();
 ```
 
-### End Chat
+### Get Messages
+
+It gets all the messages of the current conversation.
+
 ```ts
-    await chatSDK.endChat();
+const messages = await chatSDK.getMessages();
 ```
 
-### On New Message Handler
+### Send Messages
+
+It sends a message to Omnichannel.
+
 ```ts
-    const optionalParams = {
-        rehydrate: true, // Rehydrate all previous messages of existing conversation (false by default)
-    }
+import {DeliveryMode, MessageContentType, MessageType, PersonType} from '@microsoft/omnichannel-chat-sdk';
 
-    chatSDK.onNewMessage((message) => {
-      console.log(`[NewMessage] ${message.content}`); // IC3 protocol message data
-      console.log(message);
-    }, optionalParams);
+...
+
+const displayName = "Contoso"
+const message = "Sample message from customer";
+const messageToSend = {
+    content: message
+};
+
+await chatSDK.sendMessage(messageToSend);
 ```
 
-### On Agent End Session
+### On New Message
+
+It subscribes to new incoming messages of the current conversation such as system messages, client messages, agent messages, adaptive cards and attachments.
+
 ```ts
-    chatSDK.onAgentEndSession(() => {
-      console.log("Session ended!");
-    });
-```
+const optionalParams = {
+    rehydrate: true, // Rehydrate all previous messages of existing conversation (false by default)
+}
 
+chatSDK.onNewMessage((message) => {
+    console.log(`[NewMessage] ${message.content}`);
+    console.log(message);
+}, optionalParams);
+```
 ### On Typing Event
+
+It subscribes to agent typing event.
+
 ```ts
-    chatSDK.onTypingEvent(() => {
-      console.log("Agent is typing...");
-    })
+chatSDK.onTypingEvent(() => {
+    console.log("Agent is typing...");
+})
 ```
 
-### Get Messages
+### On Agent End Session
+
+It subscribes to agent ending the session of the conversation.
+
 ```ts
-    const messages = await chatSDK.getMessages();
+chatSDK.onAgentEndSession(() => {
+    console.log("Session ended!");
+});
 ```
 
-### Send Message
+### Send Typing Event
+
+It sends a customer typing event.
+
 ```ts
-    import {DeliveryMode, MessageContentType, MessageType, PersonType} from '@microsoft/omnichannel-chat-sdk';
+await chatSDK.sendTypingEvent();
+```
 
-    ...
+### Email Live Chat Transcript
 
-    const displayName = "Contoso"
-    const message = "Sample message from customer";
-    const messageToSend = {
-      content: message
-    };
+It sends an email of the live chat transcript.
 
-    await chatSDK.sendMessage(messageToSend);
+```ts
+const body = {
+    emailAddress: 'contoso@microsoft.com',
+    attachmentMessage: 'Attachment Message'
+};
+await chatSDK.emailLiveChatTranscript(body);
 ```
 
-### Send Typing
+### Get Live Chat Transcript
+
+It fetches the current conversation transcript data in JSON.
+
 ```ts
-    await chatSDK.sendTypingEvent();
+await chatSDK.getLiveChatTranscript();
 ```
 
-### Upload Attachment
+### Upload File Attachment
+
+It sends a file attachment to the current conversation.
+
 ```ts
-    const fileInfo = {
-        name: '',
-        type: '',
-        size: '',
-        data: ''
-    };
-    await chatSDK.uploadFileAttachment(fileInfo);
+const fileInfo = {
+    name: '',
+    type: '',
+    size: '',
+    data: ''
+};
+await chatSDK.uploadFileAttachment(fileInfo);
 ```
 
-### Download Attachment
+### Download File Attachment
+
+It downloads the file attachment of the incoming message as a Blob response.
+
 ```ts
-    const blobResponse = await chatsdk.downloadFileAttachment(message.fileMetadata);
+const blobResponse = await chatsdk.downloadFileAttachment(message.fileMetadata);
 
-    ...
+...
 
-    // React Native implementation
-    const fileReaderInstance = new FileReader();
-    fileReaderInstance.readAsDataURL(blobResponse);
-    fileReaderInstance.onload = () => {
-        const base64data = fileReaderInstance.result;
-        return <Image source={{uri: base64data}}/>
-    }
+// React Native implementation
+const fileReaderInstance = new FileReader();
+fileReaderInstance.readAsDataURL(blobResponse);
+fileReaderInstance.onload = () => {
+    const base64data = fileReaderInstance.result;
+    return <Image source={{uri: base64data}}/>
+}
 ```
 
-### Get Live Chat Transcript
+### Create Chat Adapter
+
+> :warning: Currently supported on web only
+
+It creates a chat adapter to use with [BotFramework-WebChat](https://github.com/microsoft/BotFramework-WebChat).
 
 ```ts
-    await chatSDK.getLiveChatTranscript();
+const chatAdapter = await chatSDK.createChatAdapter();
 ```
 
-### Email Live Chat Transcript
+### Get Voice & Video Calling
+
+> :warning: Currently supported on web only
+
+It fetches the SDK for Escalation to Voice & Video.
 
 ```ts
-    const body = {
-        emailAddress: 'contoso@microsoft.com',
-        attachmentMessage: 'Attachment Message'
-    };
-    await chatSDK.emailLiveChatTranscript(body);
+try {
+    const VoiceVideoCallingSDK = await chatSDK.getVoiceVideoCalling();
+    console.log("VoiceVideoCalling loaded");
+} catch (e) {
+    console.log(`Failed to load VoiceVideoCalling: ${e}`);
+
+    if (e.message === 'UnsupportedPlatform') {
+        // Voice Video Calling feature is not supported on this platform
+    }
+
+    if (e.message === 'FeatureDisabled') {
+        // Voice Video Calling feature is disabled on admin side
+    }
+}
+```
+### Get Post Chat Survey Context
+
+It gets post chat survey link, survey locale, and whether an agent has joined the survey.
+
+```ts
+const context = await chatSDK.getPostChatSurveyContext();
 ```
 
 ## Common Scenarios
 
-### PreChatSurvey
+### Pre-Chat Survey
+
+> See https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey?tabs=customerserviceadmincenter on how to set up pre-conversation surveys
 
 ```ts
     import * as AdaptiveCards, { Action } from "adaptivecards";
@@ -375,314 +480,359 @@ The following steps will be required to run Omnichannel Chat SDK on React Native
 
 ```
 
+### Post-Chat Survey
+
+> See https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-post-conversation-survey?tabs=customerserviceadmincenter on how to set up post-conversation surveys
+
+> ❗ `chatSDK.getPostChatSurveyContext()` needs to be called before `chatSDK.endChat()` is called
+
+```ts
+// 1. Start chat
+await chatSDK.startChat();
+
+// 2. Save post chat survey context before ending chat
+try {
+    const context = await chatSDK.getPostChatSurveyContext();
+    if (context.participantJoined) { // participantJoined will be true if an agent has joined the conversation, or a bot has joined the conversation and the bot survey flag has been turned on on the admin side.
+        // formsProLocale is the default language you have set on the CustomerVoice portal. You can override this url parameter with any locale that CustomerVoice supports.
+        // If "&lang=" is not set on the url, the locale will be English.
+        const linkToSend = context.surveyInviteLink + "&lang=" + context.formsProLocale;
+        // This link is accessible and will redirect to the survey page. Use it as you see fit.
+    }
+} catch (ex) {
+    // If the post chat should not be shown by any reason (e.g. post chat is not enabled), promise will be rejected.
+}
+
+// 3. End chat
+await chatSDK.endChat();
+
+// 4. Display Post Chat
+```
+
 ### Reconnect to existing Chat
 
 ```ts
-    await chatSDK.startChat(); // Starts NEW chat
+await chatSDK.startChat(); // Starts NEW chat
 
-    const liveChatContext = await chatSDK.getCurrentLiveChatContext(); // Gets chat context
+const liveChatContext = await chatSDK.getCurrentLiveChatContext(); // Gets chat context
 
-    cache.saveChatContext(liveChatContext); // Custom logic to save chat context to cache
+cache.saveChatContext(liveChatContext); // Custom logic to save chat context to cache
 
-    ...
+...
 
-    // Page/component reloads, ALL previous states are GONE
+// Page/component reloads, ALL previous states are GONE
 
-    ...
+...
 
-    const liveChatContext = cache.loadChatContext() // Custom logic to load chat context from cache
+const liveChatContext = cache.loadChatContext() // Custom logic to load chat context from cache
 
-    const optionalParams = {};
-    optionalParams.liveChatContext = liveChatContext;
+const optionalParams = {};
+optionalParams.liveChatContext = liveChatContext;
 
-    await chatSDK.startChat(optionalParams); // Reconnects to EXISTING chat
+await chatSDK.startChat(optionalParams); // Reconnects to EXISTING chat
 
-    ...
+...
 
-    const messages = await chatSDK.getMessages(); // Gets all messages from EXISTING chat
-    messages.reverse().forEach((message: any) => renderMessage(message)); // Logic to render all messages to UI
+const messages = await chatSDK.getMessages(); // Gets all messages from EXISTING chat
+messages.reverse().forEach((message: any) => renderMessage(message)); // Logic to render all messages to UI
 ```
 
 ### Authenticated Chat
 
-```ts
-    // add if using against an authenticated chat endpoint
-    // see https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/create-chat-auth-settings on how to set up an authenticated chat widget
+> See https://docs.microsoft.com/en-us/dynamics365/customer-service/create-chat-auth-settings?tabs=customerserviceadmincenter#create-a-chat-authentication-setting-record on how to set up an authenticated chat
 
-    const chatSDKConfig = {
-        getAuthToken: async () => {
-            const response = await fetch("http://contosohelp.com/token");
-            if (response.ok) {
-                return await response.text();
-            }
-            else {
-                return null
-            }
+```ts
+const chatSDKConfig = {
+    getAuthToken: async () => {
+        const response = await fetch("http://contosohelp.com/token");
+        if (response.ok) {
+            return await response.text();
+        }
+        else {
+            return null
         }
     }
+}
 
-    const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
-    await chatSDK.initialize();
+const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
+await chatSDK.initialize();
 
-    // from this point, this acts like a regular chat widget
+// from this point, this acts like a regular chat widget
 ```
 
 ### Persistent Chat
 
+> See https://docs.microsoft.com/en-us/dynamics365/customer-service/persistent-chat on how to set up persistent chat
+
 ```ts
-    const chatSDKConfig = {
-        persistentChat: {
-            disable: false,
-            tokenUpdateTime: 21600000
-        },
-        getAuthToken: async () => {
-            const response = await fetch("http://contosohelp.com/token");
-            if (response.ok) {
-                return await response.text();
-            }
-            else {
-                return null
-            }
+const chatSDKConfig = {
+    persistentChat: {
+        disable: false,
+        tokenUpdateTime: 21600000
+    },
+    getAuthToken: async () => {
+        const response = await fetch("http://contosohelp.com/token");
+        if (response.ok) {
+            return await response.text();
+        }
+        else {
+            return null
         }
     }
+}
 
-    const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
-    await chatSDK.initialize();
+const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
+await chatSDK.initialize();
 
-    // from this point, this acts like a persistent chat
+// from this point, this acts like a persistent chat
 ```
 ### Chat Reconnect with Authenticated User
 
+> See https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-reconnect-chat?tabs=customerserviceadmincenter#enable-reconnection-to-a-previous-chat-session on how to set up chat reconnect
+
 ```ts
-    const chatSDKConfig = {
-        chatReconnect: {
-            disable: false,
-        },
-        getAuthToken: async () => {
-            const response = await fetch("http://contosohelp.com/token");
-            if (response.ok) {
-                return await response.text();
-            }
-            else {
-                return null
-            }
+const chatSDKConfig = {
+    chatReconnect: {
+        disable: false,
+    },
+    getAuthToken: async () => {
+        const response = await fetch("http://contosohelp.com/token");
+        if (response.ok) {
+            return await response.text();
+        }
+        else {
+            return null
         }
     }
+}
 
-    const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
-    await chatSDK.initialize();
+const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
+await chatSDK.initialize();
 
-    ...
+...
 
-    const chatReconnectContext = await chatSDK.getChatReconnectContext();
+const chatReconnectContext = await chatSDK.getChatReconnectContext();
 
-    if (chatReconnectContext.reconnectId) {
-       // Add UX with options to reconnect to previous existing chat or start new chat
-    }
+if (chatReconnectContext.reconnectId) {
+    // Add UX with options to reconnect to previous existing chat or start new chat
+}
 
-    // Reconnect chat option
-    const optionalParams = {};
-    optionalParams.reconnectId = chatReconnectContext.reconnectId;
-    chatSDK.startChat(optionalParams);
+// Reconnect chat option
+const optionalParams = {};
+optionalParams.reconnectId = chatReconnectContext.reconnectId;
+chatSDK.startChat(optionalParams);
 
-    // Start new chat option
-    chatSDK.startChat();
+// Start new chat option
+chatSDK.startChat();
 ```
 
 ### Chat Reconnect with Unauthenticated User
 
+> See https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-reconnect-chat?tabs=customerserviceadmincenter#enable-reconnection-to-a-previous-chat-session on how to set up chat reconnect
+
 ```ts
-    const chatSDKConfig = {
-        chatReconnect: {
-            disable: false,
-        },
-    }
+const chatSDKConfig = {
+    chatReconnect: {
+        disable: false,
+    },
+}
 
-    const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
-    await chatSDK.initialize();
+const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
+await chatSDK.initialize();
 
-    ....
+....
 
-    const optionalParams: any = {};
+const optionalParams: any = {};
 
-    // Retrieve reconnect id from the URL
-    const urlParams = new URLSearchParams(window.location.search);
-    const reconnectId = urlParams.get('oc.reconnectid');
+// Retrieve reconnect id from the URL
+const urlParams = new URLSearchParams(window.location.search);
+const reconnectId = urlParams.get('oc.reconnectid');
 
-    const params = {
-        reconnectId
-    };
+const params = {
+    reconnectId
+};
 
-    // Validate reconnect id
-    const chatReconnectContext = await chatSDK.getChatReconnectContext(params);
+// Validate reconnect id
+const chatReconnectContext = await chatSDK.getChatReconnectContext(params);
 
-    // If the reconnect id is invalid or expired, redirect URL if there is any URL set in the configuration
-    if (chatReconnectContext.redirectURL) {
-        window.location.replace(chatReconnectContext.redirectURL);
-    }
+// If the reconnect id is invalid or expired, redirect URL if there is any URL set in the configuration
+if (chatReconnectContext.redirectURL) {
+    window.location.replace(chatReconnectContext.redirectURL);
+}
 
-    // Valid reconnect id, reconnect to previous chat
-    if (chatReconnectContext.reconnectId) {
-        await chatSDK.startChat({
-            reconnectId: chatReconnectContext.reconnectId
-        });
-    } else {  // Reconnect id from URL is not valid, start new chat session
-        await chatSDK.startChat();
-    }
+// Valid reconnect id, reconnect to previous chat
+if (chatReconnectContext.reconnectId) {
+    await chatSDK.startChat({
+        reconnectId: chatReconnectContext.reconnectId
+    });
+} else {  // Reconnect id from URL is not valid, start new chat session
+    await chatSDK.startChat();
+}
 ```
 
 ### Operating Hours
 
+> See https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours?tabs=customerserviceadmincenter on how to set up operating hours
+
 ```ts
-    const chatConfig = await chatSDK.getLiveChatConfig();
-    const {LiveWSAndLiveChatEngJoin: liveWSAndLiveChatEngJoin} = liveChatConfig;
-    const {OutOfOperatingHours: outOfOperatingHours} = liveWSAndLiveChatEngJoin;
+const chatConfig = await chatSDK.getLiveChatConfig();
+const {LiveWSAndLiveChatEngJoin: liveWSAndLiveChatEngJoin} = liveChatConfig;
+const {OutOfOperatingHours: outOfOperatingHours} = liveWSAndLiveChatEngJoin;
 
-    if (outOfOperatingHours === "True") {
-        // Handles UX on Out of Operating Hours
-    } else {
-        await chatSDK.startChat();
-        // Renders Custom Chat Widget
-    }
+if (outOfOperatingHours === "True") {
+    // Handles UX on Out of Operating Hours
+} else {
+    await chatSDK.startChat();
+    // Renders Custom Chat Widget
+}
 ```
 
-### Use [BotFramework-WebChat](https://github.com/microsoft/BotFramework-WebChat)
-
-**NOTE**: Currently supported on web only
-```ts
-    import OmnichannelChatSDK from '@microsoft/omnichannel-chat-sdk';
-    import ReactWebChat from 'botframework-webchat';
+### Using [BotFramework-WebChat](https://github.com/microsoft/BotFramework-WebChat)
+> :warning: Currently supported on web only
 
-    ...
+Minimum Requirement Checklist
+1. [ ] Initialize ChatSDK
+1. [ ] Start new conversation
+1. [ ] Create Chat Adapter
+1. [ ] Create WebChat store with default middlewares
+    1. [ ] Send Default Channel Message Tags using Store Middleware (See [here](/docs//DEVELOPMENT_GUIDE.md#send-default-channel-message-tags-using-store-middleware)) ❗ Required
+1. [ ] Render WebChat
 
-    const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
-    await chatSDK.initialize();
+```ts
+import OmnichannelChatSDK from '@microsoft/omnichannel-chat-sdk';
+import ReactWebChat, {createStore} from 'botframework-webchat';
 
-    const optionalParams = {
-        preChatResponse: '' // PreChatSurvey response
-    };
+// 1. ChatSDK Initialization
+const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig);
+await chatSDK.initialize();
 
-    await chatSDK.startChat(optionalParams);
-    const chatAdapter = await chatSDK.createChatAdapter();
+// 2. Start new conversation
+await chatSDK.startChat();
 
-    // Subscribes to incoming message
-    chatSDK.onNewMessage((message) => {
-      console.log(`[NewMessage] ${message.content}`); // IC3 protocol message data
-      console.log(message);
-    });
+// 3. Create chat adapter
+const chatAdapter = await chatSDK.createChatAdapter();
 
-    ...
+// 4. Create WebChat store with middlewares
+const store = createStore(
+    {}, // initial state
+    sendDefaultMessagingTagsMiddleware // ❗ Required
+);
 
-    <ReactWebChat
-        userID="teamsvisitor"
-        directLine={chatAdapter}
-        sendTypingIndicator={true}
-    />
+// 5. Render WebChat
+<ReactWebChat
+    store={store}
+    userID="teamsvisitor"
+    directLine={chatAdapter}
+    sendTypingIndicator={true}
+/>
 ```
 
 ### Escalation to Voice & Video
-**NOTE**: Currently supported on web only
+> :warning: Currently supported on web only
+
+> See https://docs.microsoft.com/en-us/dynamics365/customer-service/call-options-visual-engagement on how to set up calling options
+
 ```ts
-    import OmnichannelChatSDK from '@microsoft/omnichannel-chat-sdk';
+import OmnichannelChatSDK from '@microsoft/omnichannel-chat-sdk';
 
-    ...
+...
 
-    const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
-    await chatSDK.initialize();
+const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
+await chatSDK.initialize();
 
-    let VoiceVideoCallingSDK;
-    try {
-        VoiceVideoCallingSDK = await chatSDK.getVoiceVideoCalling();
-        console.log("VoiceVideoCalling loaded");
-    } catch (e) {
-        console.log(`Failed to load VoiceVideoCalling: ${e}`);
+let VoiceVideoCallingSDK;
+try {
+    VoiceVideoCallingSDK = await chatSDK.getVoiceVideoCalling();
+    console.log("VoiceVideoCalling loaded");
+} catch (e) {
+    console.log(`Failed to load VoiceVideoCalling: ${e}`);
 
-        if (e.message === 'UnsupportedPlatform') {
-            // Voice Video Calling feature is not supported on this platform
-        }
+    if (e.message === 'UnsupportedPlatform') {
+        // Voice Video Calling feature is not supported on this platform
+    }
 
-        if (e.message === 'FeatureDisabled') {
-            // Voice Video Calling feature is disabled on admin side
-        }
+    if (e.message === 'FeatureDisabled') {
+        // Voice Video Calling feature is disabled on admin side
     }
+}
 
-    await chatSDK.startChat();
+await chatSDK.startChat();
 
-    const chatToken: any = await chatSDK.getChatToken();
-
-    // Initialize only if VoiceVideoCallingSDK is defined
-    if (VoiceVideoCallingSDK) {
-        try {
-            await VoiceVideoCallingSDK.initialize({
-                chatToken,
-                selfVideoHTMLElementId: 'selfVideo', // HTML element id where video stream of the agent will be rendered
-                remoteVideoHTMLElementId: 'remoteVideo', // HTML element id where video stream of the customer will be rendered
-                OCClient: chatSDK.OCClient
-            });
-        } catch (e) {
-            console.error("Failed to initialize VoiceVideoCalling!");
-        }
+const chatToken: any = await chatSDK.getChatToken();
 
-        // Triggered when there's an incoming call
-        VoiceVideoCallingSDK.onCallAdded(() => {
-            ...
+// Initialize only if VoiceVideoCallingSDK is defined
+if (VoiceVideoCallingSDK) {
+    try {
+        await VoiceVideoCallingSDK.initialize({
+            chatToken,
+            selfVideoHTMLElementId: 'selfVideo', // HTML element id where video stream of the agent will be rendered
+            remoteVideoHTMLElementId: 'remoteVideo', // HTML element id where video stream of the customer will be rendered
+            OCClient: chatSDK.OCClient
         });
+    } catch (e) {
+        console.error("Failed to initialize VoiceVideoCalling!");
+    }
 
-        // Triggered when local video stream is available (e.g.: Local video added succesfully in selfVideoHTMLElement)
-        VoiceVideoCallingSDK.onLocalVideoStreamAdded(() => {
-            ...
-        });
+    // Triggered when there's an incoming call
+    VoiceVideoCallingSDK.onCallAdded(() => {
+        ...
+    });
 
-        // Triggered when local video stream is unavailable (e.g.: Customer turning off local video)
-        VoiceVideoCallingSDK.onLocalVideoStreamRemoved(() => {
-            ...
-        });
+    // Triggered when local video stream is available (e.g.: Local video added succesfully in selfVideoHTMLElement)
+    VoiceVideoCallingSDK.onLocalVideoStreamAdded(() => {
+        ...
+    });
 
-        // Triggered when remote video stream is available (e.g.: Remote video added succesfully in remoteVideoHTMLElement)
-        VoiceVideoCallingSDK.onRemoteVideoStreamAdded(() => {
-            ...
-        });
+    // Triggered when local video stream is unavailable (e.g.: Customer turning off local video)
+    VoiceVideoCallingSDK.onLocalVideoStreamRemoved(() => {
+        ...
+    });
 
-        // Triggered when remote video stream is unavailable (e.g.: Agent turning off remote video)
-        VoiceVideoCallingSDK.onRemoteVideoStreamRemoved(() => {
-            ...
-        });
+    // Triggered when remote video stream is available (e.g.: Remote video added succesfully in remoteVideoHTMLElement)
+    VoiceVideoCallingSDK.onRemoteVideoStreamAdded(() => {
+        ...
+    });
 
-        // Triggered when current call has ended or disconnected regardless the party
-        VoiceVideoCalling.onCallDisconnected(() => {
-            ...
-        });
+    // Triggered when remote video stream is unavailable (e.g.: Agent turning off remote video)
+    VoiceVideoCallingSDK.onRemoteVideoStreamRemoved(() => {
+        ...
+    });
+
+    // Triggered when current call has ended or disconnected regardless the party
+    VoiceVideoCalling.onCallDisconnected(() => {
+        ...
+    });
 
-        // Check if microphone is muted
-        const isMicrophoneMuted = VoiceVideoCallingSDK.isMicrophoneMuted();
+    // Check if microphone is muted
+    const isMicrophoneMuted = VoiceVideoCallingSDK.isMicrophoneMuted();
 
-        // Check if remote video is available
-        const isRemoteVideoEnabled = VoiceVideoCallingSDK.isRemoteVideoEnabled();
+    // Check if remote video is available
+    const isRemoteVideoEnabled = VoiceVideoCallingSDK.isRemoteVideoEnabled();
 
-        // Check if local video is available
-        const isLocalVideoEnabled = VoiceVideoCallingSDK.isLocalVideoEnabled();
+    // Check if local video is available
+    const isLocalVideoEnabled = VoiceVideoCallingSDK.isLocalVideoEnabled();
 
-        // Accepts incoming call
-        const acceptCallConfig = {
-            withVideo: true // Accept call with/without video stream
-        };
-        await VoiceVideoCallingSDK.acceptCall(acceptCallConfig);
+    // Accepts incoming call
+    const acceptCallConfig = {
+        withVideo: true // Accept call with/without video stream
+    };
+    await VoiceVideoCallingSDK.acceptCall(acceptCallConfig);
 
-        // Rejects incoming call
-        await VoiceVideoCallingSDK.rejectCall();
+    // Rejects incoming call
+    await VoiceVideoCallingSDK.rejectCall();
 
-        // Ends/Stops current call
-        await VoiceVideoCallingSDK.stopCall();
+    // Ends/Stops current call
+    await VoiceVideoCallingSDK.stopCall();
 
-        // Mute/Unmute current call
-        await VoiceVideoCallingSDK.toggleMute()
+    // Mute/Unmute current call
+    await VoiceVideoCallingSDK.toggleMute()
 
-        // Display/Hide local video of current call
-        await VoiceVideoCallingSDK.toggleLocalVideo()
+    // Display/Hide local video of current call
+    await VoiceVideoCallingSDK.toggleLocalVideo()
 
-        // Clean up VoiceVideoCallingSDK (e.g.: Usually called when customer ends chat session)
-        VoiceVideoCallingSDK.close();
-    }
+    // Clean up VoiceVideoCallingSDK (e.g.: Usually called when customer ends chat session)
+    VoiceVideoCallingSDK.close();
+}
 ```
 
 ## Feature Comparisons
@@ -727,20 +877,20 @@ Some of the data being collected are the following:
 If your organization is concerned about the data collected by the Chat SDK, you have the option to turn off automatic data collection by adding a flag in the `ChatSDKConfig`.
 
 ```ts
-    const omnichannelConfig = {
-        orgUrl: "",
-        orgId: "",
-        widgetId: ""
-    };
+const omnichannelConfig = {
+    orgUrl: "",
+    orgId: "",
+    widgetId: ""
+};
 
-    const chatSDKConfig = {
-        telemetry: {
-            disable: true // Disable telemetry
-        }
-    };
+const chatSDKConfig = {
+    telemetry: {
+        disable: true // Disable telemetry
+    }
+};
 
-    const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
-    await chatSDK.initialize();
+const chatSDK = new OmnichannelChatSDK.OmnichannelChatSDK(omnichannelConfig, chatSDKConfig);
+await chatSDK.initialize();
 ```
 
 # Contributing